I received an invitation a few weeks back to write a post for Brandweek, and was delighted to take Senior Online Editor Rory Thompson up on the offer. Of course, I don’t work in marketing—never have—so it took some thought to come up with a theme that addressed branding. I settled on the impact bad customer service has on a brand and how social media provide companies with a means of improving customer service that involves the entire employee base. I talk about the notion of customer service reporting to one of the company’s communication functions where it can be treated as the first line of public relations. Taken together, these changes to the customer service model can result in positive, buzzworthy brand experiences. The post is here.